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COMPLAINTS

Our complaints policy

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

P J Nicholls Ltd adhere to the Codes of Practice set out by the Motor Ombudsman. Further information can be found at : www.themotorombudsman.org/

If you have a complaint, please contact us with the details in writing addressed to the Branch Manager.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within 21 days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to the General Manager who will review your case and speak to the department who dealt with you.
Our General Manager will then either write to you with the outcome of the investigation or invite you to a meeting to discuss and hopefully resolve your complaint. This will be done normally within 14 days of sending you the acknowledgement letter.
Within three days of the meeting (if one has taken place), our General Manager will write to you to confirm what took place and any solutions that has been agreed with you.
If you do not want a meeting or it is not possible, our General Manager will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you can consider contacting The Motor Ombudsman (TMO) at www.themotorombudsman.org/ who will investigate and adjudicate on the case and apply an impartial decision making process.

The TMO have their own complaints handling process, outlined here: https://www.themotorombudsman.org/wp-content/uploads/sites/9/2016/11/Customer_Guide.pdf

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at https://www.financial-ombudsman.org.uk/

Regulated Complaints

If your complaint relates to the sale of, or advice given, of a finance product regulated by the Financial Conduct Authority (FCA), then the following contact information should be used:

Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD

Telephone: 01452671560

E-mail: complaints@automotivecompliance.co.uk

Do you have a question or a query?

Contact our customer service team today who will be delighted to help.

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Company Info

Reg Office: The Motor House Station Road Pinvin Pershore Worcestershire WR10 2DJ

Reg. Company Number: 01777064

VAT Reg. No. 396191909

P.J. Nicholls Limited is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows P.J. Nicholls Limited to act as a credit broker, not as a lender, for the introduction to a limited number of lenders. We can introduce you to a selected panel of lenders, which includes Ford Credit. An introduction to a lender does not amount to independent financial advice and we act as their agent for this introduction. Our approach is to introduce you first to Ford Credit for a new car purchase, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to be make the next best offer of finance for you. Our aim is to secure the best deal you are eligible for from our panel of lenders. Lenders may pay a fixed commission to us for introducing you to them, calculated by reference to the vehicle model or amount you borrow. Different lenders may pay different commissions for such introductions, and Ford Credit also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement, all of which are set by the lender concerned. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.